[The logo is protected from the company]

Agilysys Inc

Agilysys, Inc. is a developer and marketer of proprietary enterprise software, services and solutions to the hospitality and retail industries. The Company specializes in market-leading point-of-sale, property management, inventory & procurement and mobile & wireless solutions that are designed to streamline operations, improve efficiency and enhance the consumer's experience.  Read More

Address      425 Walnut Street Suite 1800 Cincinnati, OH 45202 United States
Website      www.agilysys.com
Holding      No Holding Details

View Company Page
Apply to job

Technical Support Rep III HS

Overview

Responsible for second level escalation customer service support by providing customers with technical and operational expertise.   Mentors Technical Support Representatives II in enhancing troubleshooting skills. This position requires the employee maintain cooperative, diplomatic working relationships with co-workers, supervisors, customers and the public.  Acts as a central resource for both external customers and internal employees, in order to best understand and respond to the unique order administration needs of Agilysys customers.  Work as part of a team and collaborate with colleagues.
Responsibilities

    *
      Act as second level escalation to Level II Technical Support Representatives, virtual experts, field services and Account Managers.
    *
      Reproduce customer/software issues before submitting Product Maintenance and Development Requests to Development.
    *
      Provide Project Management for Level III customer calls.  Includes proactive communication and progress reports to customers, Director Customer Care Services, Account Manager, Sales Manager, and VP of Operations.
    *
      Respond to security patches, hot fixes and patch releases by Development by notifying appropriate customers and distributing as necessary.
    *
      Create and update internal technical documentation including working with CCCS to maintain CCSPP guide.
    *
      Inform and educate technical staff of customer/software issues via Technical Bulletins.
    *
      Update and maintain the InfoGenesis patch website.
    *
      Lead biweekly technical brainstorming meeting reviewing trouble calls, metrics review and upcoming and notable installs.
    *
      Conducts Priority 1 call Root Cause Analysis.
    *
      Maintains and updates System Health Check forms.
    *
      Build and maintain standardized templates for all customer care communication to customers and other departments.
    *
      Other duties as assigned.

Requirements

    *
      2-4 years experience in the hospitality, technical support, or computer industry, with at least two years in either IT or POS specialty.
    * Strong track record in cross-functional collaboration.
    * Excellent oral and written communication skills.
    * Team oriented.
    * Entrepreneurial - sense of urgency and drive, proven capability to develop, lead, and implement new initiatives with little to no initial prompting or guidance.  

 

Other Job Information

Vacancy type:

Full Time

Contact Mode:

not provided

Fax:

not provided

Contact Name:

not provided

Job Duration:

not provided

Phone:

770.810.7800

Email:

info@Agilysys .com

News - Agilysys Inc

Related Jobs

Applications Scientist

The selected applicant will have the opportunity to work ...   [more]

Applications Scientist

The person is responsible to provide high level applicat ...   [more]

Business Intelligence Engineer

Essential Job Responsibilities:The Lead Data Warehouse/B ...   [more]

Lead Engineer

Job Responsibilities:As a Lead Engineer you will oversee ...   [more]

Maintenance Technician

The successful applicant(s) will be responsible for main ...   [more]

Instrumentation Technician

We are seeking applications for the position of Instrume ...   [more]

SYSTEM SOFTWARE SPECIALIST

Job Description    *      Participate in the technical d ...   [more]

SYSTEM SOFTWARE SPECIALIST

Job Description    *      Participate in the technical d ...   [more]

Expand

Collapse